KIX Service Management Software › Release version 18.33

In addition to the new S/MIME encryption and multifactor authentication, version KIX 18.33 includes useful features such as text modules that are tailored to teams and processes. The full-text search has also been improved

Popular coding: e-mail encryption with S/MIME

Because your emails are no one else's business: With version 33, users have the option of encrypting, signing and verifying emails via S/MIME. KIX ensures that users can activate encryption with a simple selection, which not only increases the authenticity and integrity of communication, but also ensures security in daily email traffic.

S/MIME (Secure/Multipurpose Internet Mail Extensions) uses digital signatures to ensure that the message sent by the authenticated sender has not been tampered with. S/MIME is also an internationally recognized standard defined by the IETF (Internet Engineering Task Force). This makes it compatible and widely used.

Which sectors benefit from S/MIME integration? Encrypted communication is absolutely essential in security-critical areas. To ensure confidentiality, authenticity and integrity in communication, the financial sector (banks, insurance companies, service providers), the healthcare sector (clinics, medical facilities), legal institutions and lawyers as well as public authorities and numerous companies rely on S/MIME.

Proven gatekeeper: KIX with multifactor authentication (MFA)

KIX Release 18.33 Grafik für Multifaktorauthentifizierung

The digital world is increasingly threatened by password attacks, identity theft and other cyberattacks. To increase overall security in KIX, version 33 makes it possible to activate multifactor authentication - a significant improvement in system protection against unauthorized access, even if a user's password falls into the wrong hands.

MFA protects against significant security risks such as targeted brute force attacks, social engineering and identity theft, for example if a password could be obtained through forged e-mails. This is made possible by a randomly generated token every 30 seconds, which KIX users must enter when logging in.

Dedicated text modules for teams and processes

Clear communication saves time and nerves: KIX 18.33 makes it possible to customize a sometimes very extensive list of text modules for assigned teams and processes. The additional filtering by team or ticket type (e.g. incident, service request, sales request, etc.) not only eliminates misunderstandings, but also increases the clarity of requests as well as the clarity and quality of ticket communication.

KIX Release 18.33 Screenshot Textbausteine — text modules from the admin's point of view

Screenshot KIX 18v33 - Textbausteine aus Nutzersicht — Text modules from the user's perspective

Seek and you shall find: KIX search function optimized

It sometimes happened that the previous search function in KIX did not correspond to the search habits of the users, which is why unsuitable results were sometimes achieved. As a result, the search function has been standardized, which means that separators are no longer required and the desired search term can simply be entered. This makes it possible to increase the uniqueness of queries, which avoids search errors and in turn produces clearer results.

Just let us do it: Assign tickets automatically

The “AutoAssignOwner” macro action can now be used to automatically assign new tickets and tickets currently being processed to all active agents in a team. To avoid overloading employees, it is also possible to define a Kanban limit. The new MacroAction also offers the option for new tickets to always go to the agents with the fewest tickets. This saves time as tickets no longer have to be assigned manually and ensures a more even employee workload.

A sorting option is also available for all jobs. This is used when jobs process several tickets and their processing sequence needs to be defined. For example, tickets with a higher priority can be assigned first.

Many screws have been turned:

With version 18.33, KIX once again receives numerous minor updates and changes that make the day-to-day work of KIX admins easier: for example, asset classes can be used as a template for another class; dynamic fields can now be deleted or duplicated in the administration to set up new fields with a similar configuration. And because tidiness is half the battle, the update to version 33 allows admins to delete ticket statuses, teams, roles and web forms for anonymous ticket creation.

With the update to KIX 18.33 the SSP1 is no longer available!

more information:

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KIX 18.33